18-05-2026

✨ What's new

🤖 AI Agents — your AI workforce

You can now build, configure, and deploy AI agents that respond to customers across your messaging channels — automatically. Each agent answers using your knowledge, follows the behaviour you define, and escalates to a human whenever it should.

An agent is made of three simple parts:

• A persona — give the agent a name and describe how it should sound and behave.

• Tools — pick what the agent is allowed to do (for example, hand the conversation over to a human).

• Skills — reusable capabilities you set up once and reuse across agents.

Manage all your agents from one place — see each agent's status at a glance, edit it, switch it on, or remove it. If you delete an agent mid-conversation, those conversations are automatically passed to a human agent so nothing is dropped.

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📚 Knowledge Bases — ground answers in your own content

Give your agents the source material they should answer from. Create one or more knowledge bases, then fill them by uploading documents (PDF, Word, Excel — up to 50 MB each) or pasting in text directly.

• Each knowledge base shows its sources, when they were added, and whether they're fully synced and ready to use.

• Updated a document? Hit Sync Now to refresh what your agents know.

• Add or remove individual sources at any time — your agents adapt automatically.

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🛠️ Tools — what your agents can do

Tools are the actions an agent can take. Tactful ships with built-in tools — including Handover, which lets an agent escalate to a human agent the moment a conversation needs a personal touch. You can also connect external tools to expand what your agents can do, and switch any tool on or off as your needs change.

⚡ Skills — set up once, reuse everywhere

Skills are reusable capability bundles you define at the workspace level and reuse across every agent — so you configure something once and apply it everywhere. Each agent can fine-tune a skill for its own needs, and a quick Reset to default brings it back to the shared settings whenever you want.

💬 Always on, across your channels

Assign an agent to each connected messaging channel and it takes over incoming conversations there — keeping full context across the back-and-forth of a conversation, not just a single message.